No Response - Booking is cancelled
| Scenario | No Response(Booking is already cancelled) | ||
| Opening | Welcome to Urban Company! I'm [Associate Name] How may I assist you today? | ||
| ****Read Chat History First**** | |||
Probing/Paraphrasing | Issue is clearly mentioned in chat history | Issue is not clear from chat history | |
| As we understand, you have raised the complaint for professional not being assigned. Please confirm the same. | We request you to please elaborate the concern so that I can help you quickly. | ||
| Agent Action | ****Check the Payment Status of the Booking (Prepaid or COD)**** | ||
| Response | Prepaid Bookings Response 1 - We apologize for the inconvenience. Since the booking is already cancelled, the amount of <Rs> will be refunded back within 5 - 7 bank working days . Expect the refund by [date]. Note - ( Agent need to calculate 7 working days and mention the same). COD Bookings Response 1 - We are sorry to inform you that the booking is already cancelled as no professional was assigned on this booking. | ||
| Response | We regret that we were unable to provide satisfactory resolution. We appreciate your understanding. Please reach out again if you require assistance is future. | ||
| Note | If the cart value is under 500 - offer 100 as goodwill If cart value is above 500 - offer 150 as goodwill Note :- We will pitch TOA proactively. 2.If the bot has already offered and customer has not accepted the refund. We should offer same refund to customer. Follow this link for refund process -- https://cx-vip.helpsite.com/articles/101711-no-response-no-show-updated | ||